A Review Of Download CIS-ITSM Study Guide

NEW QUESTION 1
Incident management includes limited functionality for what advanced reporting capability?

• A. Machine Learning Metrics
• B. Performance Analytics
• C. KPl Reports
• D. Analytics Dashboards

Answer: B

NEW QUESTION 2
Where should an admin go to view all of the search queries entered by users in the knowledge search?

• A. [KD_feedback] table
• B. [kb_view] table
• C. Knowledge queries application
• D. Search logs application

Answer: C

NEW QUESTION 3
Your customer is a data center. They have a construction department that builds out spaces for new customers. The customer account representatives are responsible for initiating the construction requests. The guidelines are extensive for how to complete the construction request documentation.
Your customer wants the catalog to contain two items:
* 1. Construction request
* 2. Getting Started with Construction Requests
The Getting Started Item should contain a link to a Knowledge Article.
What type of item would you use to satisfy the requirement for the Getting Started Item?

• A. Knowledge Item
• B. Record Producer
• C. Content Item Most Voted
• D. Order Guide
• E. Catalog Item

Answer: C

NEW QUESTION 4
What are the Release types available on the baseline release record?

• A. Standard, Normal, Prototype, Patch
• B. Alpha, Beta, Snapshot, Nightly, Milestone, Release Candidate
• C. Standard, Normal, Emergency
• D. Major, Minor Upgrade, Emergency Maintenance, Patch

Answer: D

NEW QUESTION 5
The current status of a problem record is tracked in the State field. Each state has a label, value and constant. This example is for Fix in Progress state:
Your customer wants to add a prerequisite for moving out of the Fix in Progress state. When you update the script include which value is better to use in the script?

• A. 104
• B. "Fix in Progress"
• C. ProblemState.STATES.FIX_IN_PROGRESS
• D. 104.ProblemState.STATES.FIX_IN_PROGRESS

Answer: C

NEW QUESTION 6
A new problem manager wants to know how in create reports for monitoring problem management activities.
What do you recommend they do before creating new reports?

• A. Submit a request for the sn_report_creator role
• B. Submit a New Report Request via the service catalog
• C. Take the Performance Analytics fundamentals course
• D. Turn on data collection jobs
• E. Go to Reports > View/Run > Al
• F. then search for Problem reports

Answer: E

NEW QUESTION 7
Your customer has a catalog item for Request VPN. They would like to adjust the cart layout for only the VPN item, so the Quantity field is not displayed. How would you meet this requirement?

• A. On the Cart Layout, Columns tab, unselect Quantity column
• B. On the Catalog Item, Columns tab, unselect Quantity column
• C. On the Catalog Item, Advanced View, unselect Use cart layout, select No quantity Most Voted
• D. On the Catalog, Advanced View, unselect Use cart layout, select No quantity
• E. On the Catalog Item, Cart Layout Related List, set the Quantity record to Inactive

Answer: C

NEW QUESTION 8
When you activate the ITSM Roles plugin what additional granular roles are created for the Incident application?
Choose 2 answers

• A. sn_incident_write
• B. sn_incident_insert
• C. sn_incident_update
• D. sn_incident_read

Answer: BC

NEW QUESTION 9
Incidents can be created and managed in the workspace using Ul layouts that are tailored to different personas, processes. and interfaces Examples include:
• Default
• Major incidents
• Self Service
• Mobile
What are these Ul layouts called in the Now Platform?

• A. Forms
• B. Form Designs
• C. Form Layouts
• D. Views
• E. Workspaces

Answer: D

NEW QUESTION 10
When building out a service catalog categorizing items helps users navigate and search in the catalog. Which roles would allow you to create and maintain categories?
Choose 3 answers

• A. catalog_manager
• B. itil_admin
• C. catalog_builder_editor
• D. catalog_editor
• E. catalog_admin

Answer: ADE

NEW QUESTION 11
Your customer wants Problem records to be assigned automatically to the Support group associated with the CI on the problem record.
Which business rule already satisfies this requirement?

• A. Populate Assignment Group based on CI/SO
• B. Populate Assignment Group based on Cl Support Group
• C. Problem Assignment Group based on CI Support Group
• D. ITSM Best Practice Group Assignment

Answer: A

NEW QUESTION 12
In the life of a Problem record there are opportunities to click the Re-Analyze button and move backwards in the lifecycle.
When you click the Re-Analyze button, what state Is set on the problem record?

• A. Assess
• B. Root Cause Analysis
• C. Fix in Progress
• D. Draft

Answer: B

NEW QUESTION 13
How is the Resource Management application activated?

• A. Installed with PPM Standard plugin
• B. Installed as part of Release Management plugin
• C. Installed as part of adding users
• D. Installed automatically as part of new system

Answer: A

NEW QUESTION 14
What functionality can be used to define the sequence of activities that should be taken to complete catalog items?
Choose 2 answers

• A. Workflow
• B. Activity Map
• C. Flow
• D. State Transitions

Answer: AC

NEW QUESTION 15
A tester has submitted a bug report because at no point in the Problem lifecycle. does the Create Known Error article link appear under Related Links Also, they notice there is no Known Error knowledge base in the Instance.
What might be the cause of this?

• A. The Problem Management Best Practice - Madrid - Knowledge integration plugin has not been activated
• B. Tester is not impersonating Problem Coordinator
• C. The customer did not pay the bill for Knowledge management
• D. The sn_known_error_write role is required to see the Create Known Error article link
• E. The requirement was not m the stories

Answer: A

NEW QUESTION 16
Your customer wants to use the Normal change model, but wants to add another level of approval for changes relating to the Service, SAP Enterprise Services.
What should you do to satisfy this requirement?

• A. Add a new Policy Input to the Normal Change Approval Policy
• B. Add a new Decision to the Normal Change Approval Policy
• C. Add a new Change Approval Policy
• D. Add a new Decision to the Normal Change Workflow

Answer: B

NEW QUESTION 17
Your customer wants to limit the users who ate able to see internal Network requests, to members of the Network department.
Which roles would enable you to make these required changes? Choose 2 answers

• A. catalog_manager
• B. catalog_admin
• C. user_criteria_admin
• D. catalog_editor

Answer: BC

NEW QUESTION 18
What baseline Change Flows support the baseline Normal Change model?

• A. Change - Normal - Assess- Change - Normal -Authorize- Change- Normal-Clos
• B. Change - Implementation tasks
• C. Change - Normal - New, Change - Normal -Assess, Change - Normal - Implement Change - Implementation tasks
• D. Change-Normal-Assess, Change-Normal-Authorize, Change- Normal - Implement Change - Implementation tasks
• E. Change - Normal - New Change - Normal - Review, Change - Normal - Clos
• F. Change - implementation tasks

Answer: C

NEW QUESTION 19
On a Normal Change Model what are some examples of the Model Stale Transitions that are defined for the Authorize state?

• A. Authorize to Draf
• B. Authorize to Asses
• C. Authorize to Review
• D. Authorize to Implement, Authorize to Assess, Authorize *o Review
• E. Authorize to Canceled, Authorize to New, Authorize to Scheduled
• F. Authorize to Scheduled Authorize to Closed, Authorize to New

Answer: C

NEW QUESTION 20
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